Forum Discussion

CvC's avatar
CvC
Just joined
19 days ago

WiFi keeps dropping out or so poor it’s causing calls to pixelate/sound to go

We’ve just switched to Virgin and the internet connection has been completely awful. We both WFH and have regularly had to use our mobile data to have enough connection to run a Teams call without it dropping out. The broadband test says connection is fine, we’ve checked all the plugs are in, makes no difference. How can I get help with this? Or is just better to cancel and go with another provider? 

bad connection
intermittent
poor wifi

2 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    16 days ago

    Hey CvC, thank you for reaching out and a very warm welcome to the community, we are sorry to hear you are having some connection issues.

    We've taken a look and your connection looks great, how has it been over the last few days? 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    16 days ago

    Post the network log and power level stats from the Hub.  Run the FULL test on this site using a direct wired connection and post the results.   http://www.samknows.com/realspeed

    Note there is no SLA’s on a residential contract. If WFH is important then a backup solution would be advisable, e.g. a SIM based router.